Accessing Support

Our Customer Service Center runs on Westbury’s Self Service Portal. It gives you the possibility to login at any time of the day. You can submit a new service call or check the statuses of your existing service calls straight away.

Are you a customer or partner, click here to open our Customer Service Center.
Click here to download a user manual (pdf) for our Self Service Portal.

Register and get your own account (only available for present customers and partners)
To use the Customer Service Center, you need login details.
If you -as customer or partner- don’t have an account yet, please fill out the details below to register and you will receive a confirmation e-mail with login details shortly.

If you have problems with registration, please feel free to contact our support teams directly.

Answers to some frequently asked questions about our Self Service Portal:

I would like to submit a service call. What documentation do I need to send along?

It is difficult to mention specific guidelines, as the documentation varies per product and per question. But the main items that are always very important to send along with your event registration are:

• Screen shots of the actual error message
• Log files*
• Files like reports or solutions
• Full description (supported by screen shots) of how the error appears
• Please, also mention what you have already done yourselve trying to solve the problem

* please ensure a separate log file is made when the error occurs. When this is not possible, please mention the exact date and time when the error occurred. This enables us to analyse your problem more efficiently.

• Try reproducing the event in another environment, like for example in your test environment. If this is not possible, please try to find the differences between these two environments. Hopefully you will be able to find the main element causing the problem.
• If the event didn’t occur earlier, perhaps you can examine what you have changed in the last few weeks. Did you change details in your configuration? Have there been updates on your server? Perhaps changes have been made in your user accessibility, etc.?
• Does the event appear on other computers as well? Does it make a difference if you login as administrator instead of login in as ordinary user?
• Try searching for words on the Knowledge Bases of your software supplier or have a look in the manual.

How can I register a service call using Westbury's Self Service Portal?

If you have received a confirmation with your details, you will be able to login. If you are ‘in’, you can click on ‘new’. A template will open and you will be able to register new service calls. The manual will explain the different menus in the Customer Service Center to you step by step.

How can I use the Knowledge Base of HP?

If you go to the HP Knowledge Base you will be able to find out if your problem is familiar at HP. To search on the HP Knowledge Base, you need account details. To make your own HP Knowledge Base account, please click here.

If you use the link above you will be able to search advanced. Just enter some key words of your question. Choose the right application at ‘product’. Fill out the version and OS details, which runs your application. Then, click on ‘search’ to start searching. The results will appear in the search window. Make sure you enter the right sources which need to be looked through, by simply changing the finches at ‘document type’.

If you choose ‘search tips’ (at the right top corner of your screen) you will find for example the operator which you will be able to use to sharpen your search criteria.

How can I download HP patches?

You can download the latest service packs and patches on the HP website. If you would like to download HP patches, you need to use your own HP account.

• Choose the right product type (of which you would like to download a patch).
• Click on the button with the 2 small arrows.
• If more versions are available, these will appear on your screen. Click on the correct version.
• A screen will appear with all the available patches (of the product type and version you selected).
• Select the patch you would like to download.
• For more information of your chosen patch, click on ‘view patch full text’. More details will appear.
• Choose ‘download patch now’ if you would like to download the patch.
• When you’ve completed downloading the patch, choose ‘open’ and read the ‘read me’ file carefully before you continue with the installation process.